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ORDERS

10 questions found

How can I check my order status?

If you have an account with travismathew.com, you can access your order status through your account dashboard. Otherwise, you can contact our Online Customer Service team by email at onlinesupport@travismathew.com or by calling 1-877-969-1952.

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When will my order be ready for In-Store Pickup?

You'll receive an email once the order is ready for pickup. If you ordered both items that are shipping and available for pick up, you will receive one email for your shipping confirmation, and one email once the Pick Up items are ready. You can pick them up immediately after they are ready. Please check store hours before picking up your items.

Please bring a copy of your Ready For Pickup email or a valid photo ID with you to pick up your items. You can have someone else pick up your order, but make sure they have your Ready for Pickup email.

Once you arrive at the store, there will be clear signs directing you to the correct pickup location.

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What is your price adjustment policy?

Upon customer request, Travis Mathew will provide a one-time price adjustment for full price purchases made on our website if the identical item is currently discounted on our website at the time of the customer’s request, and the customer’s original purchase was made no more than 5 days prior to the item being discounted on our website. The price adjustment will be issued in the form of a gift card valid on our website. To request a price adjustment please contact onlinesupport@travismathew.com and provide your name, order number and the item(s) to be considered for a price adjustment.

Price adjustments are not available for purchases made with promotional or discount codes (e.g. Cadillac code).

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Will I be charged for the portion of my order that did not ship?

While an authorization charge is placed on your bank account at the time of your order, no funds are withdrawn until your order has shipped and invoiced. Any price difference to your order will be reflected at this time.

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How long will it take to process my order for In-Store Pickup?

Items that are ready within 2 hours will be held for 3 days (72 hours) after you receive your Ready For Pickup email. You will receive an email once the item is ready for pickup, a reminder email 24 hours later and a cancellation email if you don't pick up the order within 72 hours.

Your payment will be authorized when you create your order and a hold will appear on your account, but you will not be charged until you pick up your order in the store.

If you don't pick up your order within the pickup window, your order will be automatically cancelled and you will not be charged for the items. Any hold that may have appeared on your card will be released.

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How long will it take to process my order?

Please allow for 1-2 business days for processing by our warehouse before your order is shipped.

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Can I buy online and pick up in-store?

Yes, In-Store Pickup allows you to place your order online and pick it up at a store near you!

To see if an item is eligible for In-Store Pickup, check the item availability on the product detail page under 'Pick Up In Store'. You will see 'Available' in green.

Items that are in stock in the store, just needs to be gathered by our staff for you will be ready for pickup within 2 hours. You will receive an order confirmation once your order has been placed, and a second email once the order is ready to be picked up. Please wait until you receive the Ready For Pickup email before going to the store to pick up your order and be sure to check store hours. You can check store hours : www.travismathew.com/stores

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I’m missing some items from my order. Where is the rest?

We do our best to provide the most accurate inventory possible on our website, however, if we are unable to fulfill any part of your order, the items that are available will be shipped to avoid any further processing delays. An email will be sent to you informing you of the missing item(s), and you will be provided with a free shipping code for a replacement item.

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Can I cancel or make changes to my order after placing it?

Unfortunately, you cannot change your order after submitting it online. Once you receive the product, you can process a return online within 30 days by going to the returns page here.

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Why isn't the item I want available for In-Store Pickup?

Some items may not be available from In-Store Pickup due to limited availability and shipping restrictions.

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DIDN'T QUITE ANSWER YOUR QUESTION?

Reach out to our friendly Customer Service and we’ll gladly lend a hand!

Monday - Friday: 8:00am - 5:00pm (PST)

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